Top shipping company MSC UK enhances customer service with Interact

“Interact was the right choice for MSC UK because it is an out of the box solution that gives us the flexibility to customise our intranet and communicate our core brand values to our employees across the business.”

David Groom, Optimisation Specialist, MSC UK

MSC’s Interact intranet, :MYWORKSPACE, is helping their teams to enhance their service offering to customers, with innovative tools for collaboration and knowledge sharing.

The Problem

To achieve sustainable growth over long periods, organisations must keep their finger on the pulse of their respective markets and ensure that products and services stay aligned with customers’ constantly changing needs. This is a key focus for the UK division of global shipping company Mediterranean Shipping Company, which has been a leader in the container transport industry for more than 40 years. MSC UK won the Container Line of the Year award in 2014.

With a requirement to enhance internal communications and team working, MSC UK decided to implement a new, next-generation intranet platform.

David Groom, Optimisation Specialist at MSC UK, says, “We wanted an intranet that could help us effectively communicate our core brand values to employees across the organisation and put customers at the heart of everything we do. We also wanted to give our employees search, collaboration and knowledge-sharing tools to help them deliver the best services for our customers.”

 

my workspace homepage

“Thanks to Interact Widgets, the MY WORKSPACE homepage provides easy, one-click paths to all the information employees need.”

David Groom, Optimisation Specialist, MSC UK

Embedding a customer-centric culture

To support its internal communications agenda, MSC UK chose to deploy Interact’s intelligent intranet software. “Interact was the right choice for MSC UK because it is an out of the box solution that gives us the flexibility to customise our intranet and communicate our core brand values to our employees across the business,” says David.

MSC UK’s new intranet, which is called :MYWORKSPACE, uses standardised colours, fonts and page layouts to reflect the new corporate branding. “Everything on :MYWORKSPACE reflects our brand, from the MSC yellow and black colour scheme, to the confident, caring tone of voice,” says David. “As well as helping us to communicate our brand and mission to employees, the clear, consistent format of intranet pages makes navigation quick and easy.”

:MYWORKSPACE, which is delivering a range of positive impacts for MSC UK, won the 2014 Ragan Employee Communication award for Intranet Design. Jason Parkes, General Manager at MSC, says, “We are extremely proud to have won the Ragan Award. It is testament to our implementation team, who have helped us make :MYWORKSPACE a site that all of our people are proud of, and also a site that was designed around how our teams wanted to organise their information.”

Delivering the best experience for customers

With over 600 employees at the company’s Ipswich headquarters and across three regional offices in London, Liverpool and Glasgow, MSC faced significant internal communications challenges prior to its Interact deployment. “Our previous intranet was built in-house using HTML, and it was very static and not very appealing at all,” says David. “Also, there was no search functionality, which made it hard for colleagues to find the people and information they needed to deliver the best customer experience.”

With Interact, MSC UK has brought distributed teams and business functions together. Using Interact Search, MSC UK can find colleagues, information and documents across the organisation, helping them work more productively and provide the best service to our customers. “The Search is one of the Interact features we couldn’t live without,” says David. “It gives us the ability to search for and find people and information quickly across the entire business, which helps us respond faster and more effectively to our customers’ needs.”

MSC UK also uses Interact Teams to bring distributed employees together and further enhance service delivery. “The Interact Teams Sites have been a great success for us,” says David. “As an example, we now have multiple users across six departments in four locations collaborating on :MYWORKSPACE, which is helping us improve project efficiency and customer service.”

“Search is one of the Interact features we couldn’t live without. It gives us the ability to search for and find people and information quickly across the entire business, which helps us respond faster and more effectively to our customers’ needs.”

David Groom, Optimisation Specialist, MSC UK

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Streamlining the business with social tools

MSC UK is taking full advantage of Interact’s social collaboration tools, including Interact Discussion Forums, to further improve internal communications and collaboration. “Using Discussion Forums, employees can discuss business issues or projects either one-on-one, or as part of a group in
a social way,” says David. “We’ve really seen how this helps us speed up decisions, streamline project delivery, and, ultimately, improve services for customers.”

More and more MSC UK employees are also taking advantage of Interact’s Blogging feature, which allows them to share ideas, opinions and best practices with colleagues around the business. Emma Dinwoodie, HR Business Partner at MSC UK, says, “We’ve had an amazing uptake of blogging, which gives people from around the business a platform for sharing knowledge and ideas, and we’ve already seen how blogs can improve engagement amongst employees across our business by giving them a voice that they wouldn’t otherwise have.”

 

Team Site

“The Interact Teams Sites have been a great success for us. We now have multiple users across six departments in four locations collaborating on MY WORKSPACE, which is helping us improve project efficiency and customer service.”

David Groom, Optimisation Specialist, MSC UK

Delivering the most relevant information to employees

MSC UK has designed the homepage of :MYWORKSPACE using Interact Widgets to deliver relevant information for employees, according to their specific roles and responsibilities. The home page provides links to the latest news, collaboration tools such as Blogging and Discussion Forums, and links to how-to-guides and Interact Search. “Thanks to Interact Widgets, the :MYWORKSPACE homepage provides easy, one-click paths to all the information employees need,” says David.

The Interact Widgets used to personalise the experience for end users include the ‘Activity Feed’, which shows recent discussions and blogs that employees have been involved in, and the ‘Calendar’ and ‘Event Widget’, which show employees what they have coming up in their diaries.

“With Interact Widgets, we can update all employees on the latest news and developments, but we can also personalise their experience and give them fast access to information that’s most relevant for them,” says David. “Widgets also make the homepage very fast and simple to build.”

My workspace

“We’ve had an amazing uptake of blogging, which gives people from around the business a platform for sharing knowledge and ideas, and we’ve already seen how blogs can improve engagement amongst employees across our business by giving them a voice that they wouldn’t otherwise have.”

Emma Dinwoodie, HR Business Partner, MSC UK

Minimising content management workloads and costs

Interact and :MYWORKSPACE have helped MSC UK reduce the time and resources spent on intranet management and maintenance. “What I really love about :MYWORKSPACE is that it allows users to add their own content themselves easily, which means there’s less dependence on administrators and our colleagues within IT,” says Emma. “The ability to devolve the management of intranet content to teams has helped us achieve significant and ongoing cost savings.”

MSC UK is the UK division of global container shipping leader MSC. The company, which won the 2014 Ragan Employee Communication award for the design of its Interact Intranet :MYWORKSPACE, employs over 600 people at its headquarters in Ipswich and across three regional offices in London, Liverpool and Glasgow.

Employees: 250-1,000

Vertical: Distribution & Logistics

Locations: Europe

msc.com/gbr?lang=en-GB

MSC UK challenges

To embed new corporate values and branding across the organisation, and deliver the best service experience for customers, the company decided to deploy a new, intelligent intranet platform to replace its existing, legacy intranet.

The solution

MSC UK deployed intelligent intranet technology from Interact, creating a new intranet with a strong brand identity. The intranet, which is called :MYWORKSPACE, provides a range of collaboration and knowledge sharing tools that save teams time and help them focus on core, client-facing tasks.

Key benefits

  • Embedding the company’s customer-focused brand across distributed locations and teams
  • Collaboration, knowledge-sharing and search functionality enhances services for clients
  • Social tools improve team working and project efficiency
  • One-click access to critical, role-specific information on the :MYWORKSPACE homepage
  • Increased efficiency for specific business functions, including HR
  • Devolved content management reduces administrative workloads and costs
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